Integration

Threadbox for Microsoft Teams

Many organisations live in Microsoft Teams, and internal helpdesks for IT and HR are often expected to answer there. Threadbox connects your AI agent to Teams through the Bot Framework, so staff or customers can ask questions in Teams and get answers from the same knowledge and actions as your website widget.

Separately, the Teams app posts missed response targets and escalations to a channel so your team sees them without watching the queue.

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Setup

  1. 1

    Register a bot in Azure and add its app ID and password in the chatbot's Channels tab

  2. 2

    Install the bot in your Teams tenant or share it with customers

  3. 3

    For alerts, add an incoming webhook to a Teams channel

  4. 4

    Paste the webhook URL into Settings, then Apps, then Microsoft Teams

What you get

  • Your AI agent answering in Teams chats
  • Hand-over to Threads with the Teams conversation linked
  • Replies from Threads delivered back into Teams
  • Response target breaches posted to a Teams channel
  • Escalations announced where your team works

An AI agent in Teams

Messages to the bot are answered by your AI agent. When it needs a person, the conversation becomes a thread and your team's replies go back into the same Teams chat.

Alerts where your team works

Response target warnings, breaches and escalations post to a Teams channel with the thread reference and a link, so managers can step in quickly.

Internal helpdesk

Train a separate agent on IT and HR policies and deploy it to Teams for staff. Viewer and contributor roles keep internal and customer queues apart.

FAQ

Frequently asked questions

Yes, for the chat bot. Registering a bot in Azure is free; the incoming webhook for alerts does not need Azure.

Keep exploring

Put your AI agent in Microsoft Teams

One bot registration and your knowledge base answers in Teams.

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